Laya Healthcare Reviews 

Terrible customer service and billing. 45 minute wait times on hold, no clarity on billing. Seem incapable of generating a statement of account. Contradictory information emailed by two different people. No one seems to have a handle on accounts at all. Dreadful.
In clinic care i believe is good.

Laya have become impossible to contact to ask any questions or renew with them unless its easily dealt with on their website or app.
Repeatedly calling, going through the menus, and being told that they are unusually busy at this time is such a waste of time. They then call back once at random, often unsuitable times. You can really notice the deterioration in their Customer Service over the years under various new owners, which is a shame because they have some very good points too as a health insurer.

Laya healthcare was a decent company at one time but lately their services is terrible. the email response time is much more than the stated on their webpage of 2 days and most of the time you get no response. I have tried calling them servals times and its either an hour long wait on hold or the option to call you back. I accepted the call option from them today and after 5 hours they did call but it only rang 3 times and then they hung up. Really unhappy with their services and would recommend to stay away from them.

Staff nice and friendly very able and good at there jobs. I was waiting about 3 hours to get triaged. Not good enough, would be seen faster in a public hospital. Already paying a big premium for LAYA , yet I was charged on top of the fee for a sling which costs €30? Come on now ?
It’s little things that leave a sour taste and would make me leave LAYA on my renewal.
So corporate greed again. You just don’t rip people off like that and expect people to stay a loyal member . Wait time too long , faster going to a hse local injury clinic and cheaper even without being a member

Recently signed up to their 'Prosper' scheme, and I was promised that their customer service would improve when I asked them about their lousy rating on Trustpilot.
I subsequently called their help line on 021 202 2000 on 3 separate occasions. Every time I had to wait 3 mins : 30 secs until their automated message eventually told me how busy they are and the wait time is currently 25+ minutes.
This is really LOUSY customer service !

I had insurance with this company for over ten years. As soon as I incurred a bill of any significance, they refused to pay it. I am presently going through the complaints procedure, which is very stressful when you're recovering from major surgery. I was also fully covered as a private patient in a public hospital, where I had my surgery for cancer. It has really made me lose faith in the health insurance industry. I mean what is the point of paying hundreds every year for years on end when as soon as you need it, they won't pay?

if you want to spend your whole day only to access anyone from phone in Laya Healthcare, you are the right place and give your money this annoying place.. i recomemded Just safe yourself and keep away from this company.

Very disappointed on phone today for over 30 minutes had to give up sent an email about blood tests still no reply 12 hours later won't be renewing next time

Waiting 30 mins on run around automated call service and then phone drops
They do not wan to speak with you
Terrible service
Referrring doctor has medical report for 2 days and when I call to request what the report findings are they are unable to tell me when the doctor will call me
Basically it is as their leisure...unbelievable.

Incredibly tedious to get claims processed. Member portal doesn't allow you to upload more than one file for a claim, which results in them asking for more information but no way for you to provide additional information. I tried sending them the additional information via email, but they rejected it on the basis that they 'only accept receipts' uploaded to their member portal.

They rejected one of my claims and it is impossible to contact them regarding that claim. I kept sending emails and after a while, the customer service via phone (i was lucky)said that email is automatic so no one is reading the emails. Advised different email address not working either. That is a joke they ask for doctors' letters to be submitted and no one to review it.

The customer service is very bad.
When ever you call 021 202 2000 the automated message tells you how busy they are and you'll be waiting 10+minutes and then the line drops. This message has been in place years so its obvious they are understaffed.
+ Requesting a call back does not work either - for example I'm waiting 24hours and still no call
Extremely frustrating.

Their mental health counselling is impossible to access. You have to have a really long conversation on the phone with someone who may or may not based on your vibe decide that you're eligible for the service. Wish they'd just tell you at the start before they waste your time. I wasted hours between phonecalls, missed calls and busy lines trying to get an appointment that they then decided I'd be grand without. This should be a far more efficient service, I strongly dislike the far too long "screening" process they make you go through. Then they tell you if you feel worse you can always ring back. As if you're going to put yourself through that again. Don't know the exact date but estimate below.

Don't join laya health insurance, there's no problem contacting them when you join up to them, but try calling them when you need them and you're asked to press 1 for this and that about 10 times and they tell you to hold on the line and never get back to you. Now then I got a text from AXA INSURANCE telling me the exciting news that they joined up with laya health insurance and if I joined I would have a stress free health cover. Bull s it

I have been a customer of Laya for years. I have always had to renew my policy over the phone, this year that apparently changed, no doubt via a change buried in T&Cs that I would need a masters in Law to comprehend.
I received emails and the phrase "Review before you renew" was used. If Laya wanted to be transparent they would say, "review before you auto-renew" or "review before auto-renewal". This is not a company interest in transparency, rather they are focussed on cheap tricks.
The first message I got confirming this was a subscription over due message 10 days after renewal date. They cleverly waited until close to the end of a 14 day cancellation period. They then remind on day 24, the first that I saw. I tried to call and waited for huge amounts of time on the phone, I eventually emailed and 10 days later refusing my cancellation request moving it forward.
The obvious attempts to deceive for even a loyal customer are unjust and for that reason I will be pursuing this issue with the Financial Ombudsman. This was very easy to avoid with transparent and responsible operators in the insurance market have a duty to do better.

Laya healthcare galway
Last week I walked in to the clinic with a straight forward issue. €180 initial basic consultation, €120 xray and €65 velcro splint. I was seen by a young female doctor. I explained the condition I have which is allergies to a set of medication. So I left the building with a double fracture and 3 days of tramadol which I explained does not work for me. So she told me it was her belief that she was not going to prescribe stronger medication incase I got addicted. So she would rather let me suffer in pain for 2 weeks before a 2nd consultation. I contacted again after 3 days for a new prescription of strong pain medication. I was told I had to come in. I drive 45km to be sat down and told I can't give you anything stronger. And so I went home again with another prescription for ease line pain killers for 3 days. At a cost of €70. I then called back because the pain was too bad. I was then told by the same young doctor to go to the cities main A&E. Why? Because she wasn't comfortable prescribing a drug that I have to use in rare situations like this incase I got addicted. The level of poor patient care here is staggering. The lack of understanding and patient knowledge was frightening. I wasn't listened too. I was put on a treatment plan to suit the doctors personal beliefs rather than what I needed.
I had to contact the office 4 times to chase up my mri scan. It took from 11am on a Monday to finally getting a date on a Thursday evening. The date was 2 weeks away and my pain medication was in prescribed for 3 days. I rang back for further medication and after a verbal battle I was told she would give me 5 days of pain relief of the correct medication. Yet I would be waiting 14 days for an mri. She then said I will have to go elsewhere for further pain relief. It's bad enough the prices increased over 100% but to not listen to your patients, decide that as a doctor your personal beliefs are more imporrant than the patient wellbeing and have a poor follow up procedure is as worse than a 3rd world health care group. Never again will my family or I ever go back. Shame on laya

Tried to contact Laya a few times about my Renewal Quote which has increased by 50% on previous year. Waited 10 minutes but didn't get to speak to a representative and am still awaiting a call back. There are too many plans on offer to compare them all with my existing policy.

I paid €280 for an allergology consultation and they returned me only 55. They said that consultant was registered as GP in their system. I was referred to that consultant by my GP of course.

Absolute shocking service from laya. Had a procedure done and checked if the consultant carrying out the procedure was covered on the member area to be told that she was. Got the treatment done only to have the claim rejected. Contacted laya and complained. Recieved a letter stating their reasons for rejection. Tried to contact the sender of the letter only to be told that it was layas final response and if not happy contact the ombudsman. Unbelievably unprofessional.

Whatever about the huge premiums for private healthcare, I have to give credit where it's due for the Laya app and the prompt payment of medical receipts. The app is excellent and very convenient in photographing and uploading receipts.